* Federal Government Agency
* 12-Month Contract
* Hybrid Working Arrangement
APS5 Complaints Officer
Reasons to Apply - At a Glance
* Australian Citizenship is essential, offering you the chance to contribute to national initiatives while accessing secure, long-term career opportunities in the public sector.
* Play a key role in delivering impactful digital transformation within a major Federal Government Agency that supports Australians living with disability.
Your New Company
* Your organisation delivers a national support system for Australians living with disability, funding essential services tailored to individual needs and helping people achieve their goals. As a growing Federal Government agency focused on operational excellence, this role offers a chance to contribute to meaningful initiatives and take your career to the next level.
Your New Role
You will be responsible for:
* Managing end‐to‐end complaints handling, including intake, assessment, investigation, resolution, and documentation in line with organisational policies and legislative requirements.
* Conducting impartial investigations by gathering information, reviewing evidence, liaising with internal teams, and preparing clear, accurate case notes and reports.
* Providing professional, trauma‐informed and empathetic communication to participants, carers, providers, and stakeholders throughout the complaints process.
* Maintaining high‐quality records to support reporting, compliance, trend analysis, and continuous improvement across the Agency.
* Identifying systemic issues or service deficiencies arising from complaints and escalating recommendations to support improved participant experiences and organisational performance.
What You Will Need to Succeed
The successful applicant will demonstrate:
* Australian Citizenship is required for this role.
* Demonstrated experience working in a complaint, investigations, or regulatory role, with proven capability managing complex, sensitive, or escalated cases from intake through to resolution.
* Strong analytical, communication, and decision‐making skills developed through handling high‐volume or high‐risk complaints, including the ability to gather evidence, assess information objectively, and produce clear, defensible outcomes.
* A strong understanding of or experience of working with, people with disabilities, the disability sector, or similar health-related environments.
The Logistics
* 12-Month contract.
* $55.24 per hour + plus superannuation.
* Hybrid working arrangement.
* Opportunities available in VIC and QLD, including Richmond, Geelong, Broadmeadows, Ipswich, and Chermside.
What You Will Get in Return
* An opportunity to progress your career with a large Federal Government agency.
* The ability to contribute to meaningful, large-scale digital transformation, where you'll gain hands-on experience in strategic program delivery and stakeholder engagement.
* Regular contact with consultants throughout the duration of your assignment.
* Online timesheet submission and approval.
* Work-from-home flexibility.
* Weekly pay cycle.
What You Need to Do Now
If this role sounds like something you'd be interested in pursuing, click 'Apply Now' or forward your current CV to ***********@hays.com.au. Please include a short summary outlining your suitability for the role.
If this role doesn't quite suit you, but you're interested in exploring new opportunities, please contact us to arrange a confidential discussion about your career.